Deputy General Manager (DGM) – Process Excellence / Automation

The Deputy General Manager – Process Excellence is responsible for identifying automation opportunities and driving process improvement initiatives across voice and non-voice operations. This role plays a critical part in delivering operational efficiencies through automation, analytics, and process optimization.

The position requires strong expertise in Lean Six Sigma methodologies, business process analysis, and automation frameworks.

Key Responsibilities

• Identify automation opportunities across voice and non-voice processes
  • Conduct automation assessments and feasibility studies for process improvement
  • Develop business cases, project charters, and automation proposals
  • Prepare Business Requirement Documents (BRDs), use cases, and automation documentation
  • Partner with operations and business stakeholders to identify process improvement opportunities
  • Drive automation implementation initiatives from assessment to execution
  • Apply statistical models and forecasting techniques to analyze volumes, capacity, and customer behavior
  • Leverage data aggregation and mining techniques to produce actionable insights
  • Develop dashboards, reports, and performance analytics to support operational decisions
  • Build and maintain strategic relationships with internal and external stakeholders

Qualifications

• Minimum 13 years of professional experience
  • Strong experience in automation, process excellence, or operational transformation roles
  • Lean Six Sigma Master Black Belt Certification required
  • Experience in insurance campaigns or insurance-related operations
  • Proven ability to lead automation assessments and implementation initiatives

Required Skills

• Automation opportunity identification

• Business process analysis

• Statistical modeling and forecasting

• Data mining and analytics
  • Stakeholder engagement and strategic partnership

Preferred Tools

• RPA tools (UiPath, Automation Anywhere, Blue Prism or similar)
  • Data visualization tools (Power BI, Tableau)

• Advanced Excel and analytics tools

• Process documentation and workflow tools